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Training Efforts Lead to Award-Winning Service

The secret for this company is to keep role-plays and coaching efforts fun.

(Boonton, NJ, December 19, 2013) — For the last three years, Guardian Retirement Solutions has been recognized by J.D. Power for providing "An Outstanding Call Center Experience" to their customers.

A big part of that success has come from the call center’s fun yet practical-minded role-playing process.

Guardian’s training and coaching staff select calls that were particularly difficult for reps, and use them as the basis for role-plays.

Because some people are uncomfortable doing role-plays, “We try to make it fun for them. We put little jokes in here and there, or we really exaggerate, so that if somebody is supposed to be mean, they are really obnoxious. We think it is more appealing that way,” says Kim Flemm, vice president and head of operations for Guardian in the December issue of Customer Service Newsletter.

After the role-play, reps then listen to the call that the role-play stems from. “And reps have those little ‘aha’ moments,” says Flemm, “and they say things like, ‘Jen, you handled that really well. I don’t know if I would have been able to keep my patience for as long as you did.’ So it also becomes a nice pat-on-the-back, as well.”

Details on how Flemm’s team coaches for success and the metrics that they use appear in the December issue of Customer Service Newsletter.


About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com


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